Case Study: Training Internal Investigating Officer Training (Housing Association) A nationwide housing association was experiencing an inconsistent approach to the handling of customer complaints - from the way the complaint was first investigated, to how conclusions were drawn, the customer was communicated to and whether and how much compensation should be awarded. The association sought to address this issue by widening their pool of competent internal investigators, publishing a clearer company procedure around the handling of complaints, and commissioning People Resolutions to design and implement a development programme. People Resolutions worked with the association to design and run a pilot Investigation Skills course for a select group of those already conducting customer complaints. The resulting session was an intense, highly participative day to familiarise the group with the refined organisational complaints handling procedure and embed best practice knowledge and skills in conducting investigations. Following the pilot, the course content was further adapted to contextualise the case studies to the delegates’ experience, particular challenges and skills gaps. The learning objectives agreed included: The qualities of a first class investigator; The importance of impartiality; Interview and listening skills; Evidence gathering; Making confident conclusions; and producing a ‘bullet proof’ report/letter. Delegates were also coached to draw wider organisational learning points from each case to maximise the value of the process.
Please note that the names and organisations of the parties involved have been omitted for confidentiality purposes.
Tel. 0845 600 8851
www.peopleresolutions.com
information@peopleresolutions.com
Case Study: Training Post Programme Evaluation Following roll out of the programme to 100 delegates in total, we have carried out a three and six month review; the impact has been: •
Increased confidence and ability to handle customer complaints
•
Improved consistency of the investigation process
•
Significant improvements in the overall standard of report writing
•
Many more competent investigators within the organisation to spread load across more resource
•
Reduction in re-investigations by 40% where the initial investigation required further enquiry
•
Reduction in the average time spent carrying out an investigation from 8 days to 6
•
Improved turnaround of investigations – pre-programme 8 weeks, post-programme 3.5 weeks
Please note that the names and organisations of the parties involved have been omitted for confidentiality purposes.
Tel. 0845 600 8851
www.peopleresolutions.com
information@peopleresolutions.com